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Originally Posted by SLM
What is the business you are in? What is you customer base? It sounds like you do not get very busy then, if it takes 1 out of 10 of you to answer the phone in <1 1/5 minutes, is something along the lines of
YOU...hello XXXX company how can I help
CUST...my radio is playing up can you help
YOU...I will just transfer you to someone that can help please hold
YOU...hello XXXX company how etc etc etc etc
I write this in jest but for what you write (and as you have made comparison to ntl which has a multi-million cust base) must be wrong.
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Not wrong and a worldwide customer base, worldwide selling Software company (serif), maybe not as many staff as NTL, but not half as many problems either. We just work our A*ses off. Even if we have X times less customers than NTL, I bet they have a higher ratio of staff per customer and we STILL get the phone answered quicker on average.